Customer Service Representative

Position Overview:

HM Cragg/TW Enterprise have been an industry leader in the backup power solutions space for over 40 years and has achieved 600% growth over the last 10. This past year has been another record setting year for the company with 35% revenue and 10% headcount increase, and we show no signs of slowing down. One important factor that has contributed to their continued success is that we are an employee-owned organization which fosters a culture of accountability and collaboration. In addition to competitive compensation and benefits, we also believe in providing our employee-owners opportunities to advance their careers and accelerate their individual growth - both personally and professionally.

The Customer Service Representative (CSR) will be a key point of contact for customers and will act as an interface between the customers and the company’s DC Power division. The CSR will provide customer support from time of purchase order receipt to invoice collection, including entering orders in vendor portals, handling order status inquiries, providing shipping information, and vendor follow-up.

Reporting Relationship: The Customer Service Representative reports to the Controller

Responsibilities/Accountabilities:

· Adhere to and reinforce customer service policies and procedures

· Perform daily operations including:

o Enter new orders in ERP system

o Enter new orders into vendor portals

o Respond to customer inquiries on order status

o Capture and forward customer inquiries on warranty issues to salespeople

o Track product ship dates in vendor portals

o Update customers of ship date changes

o Generate and send invoices to customers

o Communicate with customers on collections

· Track and report relevant data to determine customer service outputs and other business results

· Strengthen customer relationships through excellent customer service skills

· Assist outside and inside sales team as needed

· Handle customer complaints; escalate as appropriate

· Plan and prioritize collection tasks

· Ensure compliance with sales tax procedures

· Understand and adhere to customer pricing levels

· Maintain CRM database information

· Collaborate with shipping to ensure both groups are working together and following proper procedures

· Provide support to the company’s SPSC division CSR by assisting with order entry, invoicing and other miscellaneous tasks as needed

· Assist with office management support and organizing engagement events for the Kansas City office

· Perform other duties and projects as assigned

Skills/Knowledge:

· Excellent communication and interpersonal skills

· Customer service focus

· Excellent listening and problem-solving skills

· Excellent planning and organizing skills

· Patience, confidence, and tact while dealing with complex issues

· Ability to quickly adapt to changes in priority

· Ability to work independently

Personal Attributes:

· Demonstrates honesty and integrity in work and relationships

· Demonstrates servant leadership principles with internal and external customers

· Demonstrates innovation/creativity in work

· Possesses strong work ethic and takes ownership of both company and client goals/objectives

· Focused on understanding, meeting and exceeding customer expectations

· Focused on collaboration and team work for the mutual success of the company and its employees

Travel Expectations:

· Periodic travel between our Kansas City and Chicago office

Posting Qualifications:

· High school diploma or equivalent

· 2-4 years customer service experience

· Knowledge of customer service principles and practices

· Some industrial business to business product knowledge is preferred

· Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint

· Proven written and oral presentation skills

· ERP and/or CRM software experience

· Willingness to be trained on and then occasionally use material handling equipment desired, but not required